How LiveOps Played the Game of Telephone… and Won
Turning a call center into a collaborative, competitive arena
Goal: Rally 16,000 LiveOps virtual call agents to participate in eLearning and increase their sales, while connecting them to a vibrant community and providing a transparent, centralized location to showcase their accomplishments.
Solution: Convert the existing “MyWork” internal community into a motivational social hub, by partnering with Bunchball to liven up the LiveOps operation.
Step #1: Empower agents to complete additional e-training & certification, and connect with their managers.
Step #2: Reward points for increased call conversion, and the demonstration of specific skill attributes consistent with articulating the client’s brand quality objectives and culture.
Step #3: Inspire friendly competition by tracking points on public leaderboards, and recognizing top-performing agents with badges.
Benefits: Immediately after ramping up, LiveOps’ agents exceeded the company’s expectations by raising customer satisfaction ratings and LiveOps’ Net Promoter score.